Delivery Excellence Manager

📋 Description

• Lead the team's subject matter expertise (SME) work as the frontline for Premium Support
• Build and nurture an engaged, diverse team of seven to eight Team Specialists across Canada and EMEA
• Coach and uplevel Team Specialists, supporting and challenging them to meet and exceed expectations
• Mentor Team Specialists into larger project management initiatives
• Identify and implement workflow improvements, maintain and improve Slack-based processes
• Oversee scheduling, including maintaining NICE and related spreadsheets and managing the scheduling

🎯 Requirements

• BA/BS degree required; MBA or equivalent Master's degree strongly preferred
• 8+ years of progressive experience in contact center or customer service operations
• Direct people management experience, including coaching, performance management and developing team
• Background in customer service operations with understanding of how agents and managers work at
• Hospitality or premium tier support knowledge
• AI fluency: active use of AI tools in day-to-day work

🎁 Benefits

• Bonus, equity, benefits, and Employee Travel Credits